In this complete Trengo review, we will explore the features and benefits that make this tool essential for fast-growing businesses.
Trengo is user-friendly and pretty strong in terms of automation, and it supports teamwork, collaboration, and thorough reporting on customer requests.
It helps businesses to deliver world-class customer service, thus giving them a competitive advantage by communicating effectively with their customers.
Whether you struggle to keep up with all these different ways to communicate, want your team to work better, or need valuable insights into how you actually speak with customers, Trengo can help you.
Table of Contents
What is Trengo?
Trengo is an all-in-one customer communication platform that is in place to help companies organize communications coming from different channels, such as email, live chat, social media, WhatsApp, and many others, into one place.
By combining such channels into one inbox, Trengo lets teams answer customer questions easily, no matter where these questions come from.
It also provides automation, team collaboration tools, and detailed analytics to ensure efficient workflows and an enhanced customer experience.
Trengo is perfect for those looking to enhance customer support, foster team collaboration, and ensure swifter response times.
Features of Trengo
Trengo’s AI chatbots
Trengo’s AI chatbots help improve customer service by handling tedious processes and ensuring customer satisfaction even during late hours.
These chatbots can be designed to perform various tasks, such as responding to user FAQs, gathering information about potential clients, scheduling appointments, and redirecting complex inquiries to live agents.
Moreover, the integrated natural language processing (NLP) technology makes Trengo AI chatbots feel more human as they can comprehend and even respond to clients’ questions in conversational form.
In addition, they are active 24 hours a day and 7 days a week hence customers will never be denied assistance during off peak periods which also helps in minimizing the response time and increasing the level of satisfaction.
These bots can also be installed across all existing integrated communication tools available on the Trengo platforms including emails, live chats, social networks such as WhatsApp, or Messenger systems.
Live Chat
Trengo’s Live Chat feature helps you to offer speedier support on your website or app. This will enhance the customer experience through personalized communication more quickly.
The live chat tool is fully customizable, allowing it to seamlessly integrate with your brand’s look and feel. It is designed to help you connect with your website visitors, address their inquiries, and resolve them as quickly as possible, thereby reducing wait times.
Trengo’s live chat works in a unified inbox, which means all customer messages from disparate channels are kept in one place.
It provides agents with comprehensive background information on conversations. It also features chat routing, allowing incoming chats to be routed to the appropriate team members to expedite response times.
The live chat can work in conjunction with AI chatbots, where the chatbot automatically handles simple queries from customers and redirects them to human agents as necessary.
With embedded file sharing, conversation history, and an intuitive interface, Trengo’s Live Chat contributes to your customer’s satisfaction by providing timely and accurate responses while managing several chats most efficiently.
Analytics and Reporting
Trengo’s analytics and reporting empower you to go in-depth into the structure of their customer communication processes for performance measurement, workflow optimization, and enhancement of service quality.
Its detailed dashboards enable tracking key metrics such as response time, customer satisfaction rates, and agent productivity.
These analytics help you identify patterns within customer inquiries for data-driven decisions about enhancements in interactions and effective resource allocation.
The reporting features in Trengo enable you to create customized reports, ensuring a comprehensive overview of cross-channel communication via email, live chat, social media, and messaging applications.
Such reports are beneficial in highlighting points of congestion in customer service processes, assessing team performance, and determining the efficiency of automated workflows or AI chatbots.
In addition, you can gain valuable insights into customer behavior, such as identifying peak interaction times, most discussed topics, and areas for improvement.
Through Trengo’s analytics and reporting, you can optimize communication strategies to enhance customer satisfaction and team efficiency.
These insights are crucial for making well-informed decisions that promote sustainable growth and enhance customer engagement.
Automation
Automation features in Trengo speed up customer communications, reduce human effort, and increase business productivity.
Automation enables the creation of rules and processes to handle time-consuming, repetitive tasks. For instance, you can set up auto-replies for frequently asked questions and direct messages with specific keywords to relevant team members or departments.
The platform enables workflow automation, allowing you to design intricate multi-step processes triggering specific actions based on conditions.
This includes sending automated follow-up emails, designating tasks to agents, or creating tickets for unresolved queries. Such automation ensures no customer inquiry is ever ignored, while the answers are timely and consistent.
Multichannel-inbox
Trengo’s multichannel inbox offers one complete solution that centrally coordinates and organizes all customer communication, bringing interactions from different sources into one individual, complete interface.
This single feature segments all inbound messages—whether from email, live chat, Facebook, or Twitter, WhatsApp, or SMS, among other channels—so that agents can pick up single customer queries from one central unified place.
A multichannel inbox ensures the delivery of such conversations, regardless of source, in a coherent and very orderly manner, removing the need to switch among different tools or to change interfaces.
This integrated strategy streamlines workflows not only by reducing the time dedicated to managing different communication platforms but also by improving the customer experience. Customers benefit from a consistent and uninterrupted interaction history.
Each message is labeled with its source channel and relevant customer information, providing context for effective agent responses.
Moreover, the multichannel inbox offers advanced features such as conversation tagging, internal notes, and automated responses, which improve team collaboration and response efficiency.
By consolidating all communication channels into a single interface, Trengo’s multichannel inbox helps you deliver faster and more personalized customer service while improving overall operational efficiency.
Integration
The integration capabilities of Trengo are designed with care to provide smooth connections to a wide variety of external tools and platforms, thus extending the functionality manifold and enhancing business processes at the same time.
This will enable seamless synchronization of customer data and interaction histories through integrations with popular CRM systems such as Salesforce and HubSpot, providing a complete view to support personalized and contextual communication.
It also integrates with online e-commerce sites like Shopify and WooCommerce through which you can handle orders, shipment, and product information inquiries right within Trengo for better support.
Integrations with marketing software like Mailchimp and Marketo further provide a seamless experience to keep customer interactions coherent by managing lists and marketing campaigns.
With this integration, you can centralize operations, improve data accuracy, and enhance overall productivity by connecting Trengo with essential tools and systems.
Omnichannel Support
Trengo’s omnichannel support feature is designed to unify customer engagement by integrating various communication platforms into a single cohesive interface.
This capability enables you to handle interactions from various channels such as email, live chat, social media (Facebook, Twitter), messaging apps (WhatsApp, SMS), and voice calls within a centralized system.
By consolidating these various channels, Trengo empowers you to provide a smooth and uniform customer experience, irrespective of where the communication takes place.
This integration not only simplifies the management of customer interactions by providing a unified view but also ensures that all messages and conversations are easily accessible, allowing for better tracking and continuity.
With omnichannel support, you can engage with customers efficiently, respond promptly across all platforms, and maintain a cohesive communication strategy.
This ultimately enhances customer satisfaction and operational efficiency.
Customizable Workflows
Trengo’s customizable workflows allow you to tailor your communication processes to meet your specific needs and enhance efficiency.
This feature lets you design and implement workflows that automate and streamline various tasks within your customer communication system.
You can set up triggers and actions based on predefined conditions, such as routing messages to specific team members, initiating follow-up tasks, or sending automated responses.
For example, you can create a workflow that automatically assigns incoming support tickets to different agents based on the issue type or urgency, ensuring that each query is handled by the most appropriate person.
Another workflow could involve automated follow-ups for unresolved customer inquiries or reminders for overdue tasks.
The ability to customize workflows also extends to integrating these processes with Trengo’s other features, such as its CRM and ticketing systems, ensuring that all aspects of customer interactions are seamlessly connected.
Customizable workflows help you improve efficiency by reducing manual intervention, ensuring that routine tasks are handled promptly and consistently.
They also enhance team coordination and responsiveness by automating the distribution of tasks and communication, allowing you to focus on more complex issues and deliver a more cohesive customer experience.
Trengo’s data intelligence
Trengo’s data intelligence feature offers advanced analytics and reporting tools that transform customer interaction data into actionable insights.
By leveraging these capabilities, you can gain a deep understanding of key metrics such as response times, customer satisfaction, and team performance.
The feature provides detailed reports and visualizations that help you identify trends, monitor the effectiveness of your communication strategies, and pinpoint areas for improvement.
This data-driven approach enables you to make informed decisions, optimize your customer support processes, and enhance overall efficiency, ultimately leading to a more effective and responsive service experience.
Customer support
Trengo features a detailed knowledge base with over 200 articles that offer extensive guidance on using their software, providing a valuable resource for self-help and troubleshooting.
In addition to this, Trengo offers direct customer support through email and live chat, allowing you to seek assistance when needed.
Trengo Pricing
Trengo’s pricing plans:
Essentials
- Price: $139 per month
- Included:
- 5 users
- 100 conversations per month
- Omnichannel inbox (all communication channels except voice)
- Web Widget
- Trengo email support
- Additional Costs:
- $20 per month for each additional user
- $20 per additional 100 conversations
- User Capacity: Up to 10 users
Boost
- Price: $205 per month
- Included:
- 5 users
- 300 conversations per month
- Basic integrations
- White labeling
- Reporting
- Rules and automations
- Trengo messaging support
- Additional Costs:
- $33 per month for each additional user
- $20 per additional 100 conversations
Pro
- Price: $344 per month
- Included:
- 5 users
- 1,000 conversations per month
- Access to all integrations
- Workload balancing
- Mandatory Two-Factor Authentication (2FA)
- Trengo live chat support
- Trengo phone support
- Additional Costs:
- $56 per month for each additional user
- $20 per additional 100 conversations
Trengo Pros and cons
Pros:
- Unified Inbox: Trengo consolidates messages from multiple communication channels into a single interface, streamlining management and improving response efficiency.
- Omnichannel Support: Integration with various platforms, including email, live chat, social media, and messaging apps, allows for comprehensive customer engagement.
- Customizable Workflows: You can design and implement workflows tailored to your specific needs, automating routine tasks and optimizing processes.
- Automation Features: Includes chatbots, automated replies, and rules to handle repetitive tasks, freeing up your team for more complex interactions.
- Rich Data Intelligence: Advanced analytics and reporting tools provide valuable insights into performance metrics, helping you make informed decisions and enhance service quality.
- Customizable Chatbots: Easily create and deploy custom chatbots to manage routine inquiries and improve response times.
Cons:
- Pricing: The cost can add up with additional users and conversations, potentially making it expensive for larger teams or higher volumes of communication.
- Limited Voice Integration: Omnichannel support excludes voice communication, which might be a drawback for businesses that rely heavily on phone interactions.
- Additional Costs: Extra fees for additional users and conversations can increase the overall cost, especially for growing businesses with high communication volumes.
Trengo Alternatives
- Zendesk: A comprehensive customer service platform that offers ticketing, live chat, and a knowledge base, with extensive integration options and robust reporting tools.
- Freshdesk: Provides customer support solutions including ticketing, live chat, and automated workflows, known for its user-friendly interface and affordable pricing.
- Intercom: A messaging platform focused on real-time customer engagement, offering live chat, chatbots, and targeted messaging for personalized communication.
Trengo Review Conclusion
In conclusion, Trengo is a powerful and versatile platform designed to centralize and streamline customer communication across multiple channels.
With its unified inbox, customizable workflows, and robust automation features, it offers significant advantages in managing and optimizing customer interactions.
The platform’s data intelligence tools provide valuable insights to enhance decision-making and service quality.
